Insta Credit Auto Mart Inc

Complaint: ***
I am rejecting this response because:The original problem existed during the day/3,mile limited warranty period and was not corrected as was indicated from the second instance the vehicle malfunctioned and became unsafe (as it has been apparently the whole time )!! No one deserves to be treated poorly due to their financial status Things happen in life beyond our control and unfortunately we have to deal with them, so we thought that Insta credit auto mart would help someone in such a circumstance; however, they have done nothing but the contrary They prey on victims of hardships and take advantage of them! When I originally brought this matter to the attention of the sales /service departments within the first week of ownership, the problem should have been addressed and fixed but obviously wasn't!! How can they advertise that they help people when they are only helping their bottom line ($)? They mention that a mechanic could have inspected the vehicle prior to ownership, well, their mechanics did within the first week and couldn't find anything wrong then either! I am beyond upset at this point of them taking advantage of those facing physical and financial hardships I want out of the loan and then they can get their piece of *** vehicle and *** ** *** *** ***!!! I am concurrently in the process with the attorney general's office with this matter as wellJust wanted you to be aware of the additional information to follow
Sincerely,
*** ***

To resolve the customer’s complaint and to try to help the customer get her account back on the right track again, we offered to modify her contract to bring her account current and to match her payment due dates to her pay days, if she would make one regular car note payment. Customer visited
our dealership on August 26, and paid one regular car note payment. We modified her contract to bring her account current and to match her payment due date to her pay days. Customer was very appreciative and seemed very satisfied with the resolution

Per Customer’s request, InstaCredit Automart or Universal Credit Acceptance, Inc., as applicable, agrees to finance the balance of the cost of repairs and/or other charges/fees owed by the Customer to Service by adding it to the Customer’s Motor Vehicle Retail Installment Sales Contract by Contract
Modification Agreement in accord with the terms detailed below Service has estimated repairs and/or other charges/fees owed by Customer in the amount of $489.00. Customer is required to pay $toward the cost of the repairs and/or other charges/fees Each regular car note payment to increase from $biweekly to $biweekly If Customer has questions about repairs or if Customer would like to determine if repairs can be deferred to a later date, Customer should contact Service If Customer cannot pay the amount required to finance repairs, ask Customer the amount they can pay and notify Management. Repair financing terms may be reconsidered If account is past due, then account must be paid current in order to finance repairs If there are two or more Co-Buyers to the contract, then all Co-Buyers must be present to sign the Work Authorization and Diagnostic Worksheet and to execute Contract Modification Agreement Completion of repairs to be authorized AFTER payment and/or repair financing has been completed

01/25/2018: Mediator sent consumer email requesting update.01/29/2018: Mediator sent consumer email requesting update

Our records indicate that we do not have a customer by the name of *** ***We ask that this complaint be closed

We have nothing further to addWe have submitted all relevant information on Mr*** to TransUnion

Mr*** visited our dealership in Arnold, MO on 02/13/(same date as complaint) and requested copies of documents he signed when he purchased his vehicle because he had misplaced the copies he originally received. The employee Mr*** spoke with had not previously had a request from a
customer for copies of documents and advised Mr*** that she would have to contact her supervisor to determine the proper procedures for releasing documents. Mr*** was accompanied by a female that immediately became very upset and threatened to contact the Revdex.comOur company policy is to provide customers with copies of any documents they have signed upon request at no charge to the customer provided that they have proper identification. However, we don’t get these sorts of requests very often and newer employees are not always familiar with the proper procedures for releasing documents. Additionally, it takes time to process these requests as the documents being requested have to be retrieved from document storage and are not always located onsite. In this case, our records indicate that Mr*** was provided copies of the documents he requested before he left our dealership on 02/13/

Final Consumer Response /* (2000, 6, 2015/06/04) */
Yes I had to go thru what I went thru but now that I think about this whole ordeal, I see it as a test of my patienceWriting this was my breaking point but I must say THANK YOU to Mr*** for stepping in and taking over the issue & made sure
that I wouldn't get my vehicle back until EVERYTHING was repaired correctlyHe put his best mechanic on my ride & now I'm absolutely happy with the outcomeTHANK YOU ***

I submitted a complaint regarding InstaCredit Auto-mart and the respondent provided information to you and Me The company was the one who decided to scrap the vehicle not me The vehicle was in tow for quite sometime if not still in tow yard because the company would not respond to any messages from me or the towing company regarding the matterThe lead mechanic, *** was furious that the vehicle was taken to a towing company I asked for the vehicle to be repaired and the company refused to repair the vehicle I asked if the vehicle could be financed for an amount minus a deposited payment and *** the mechanic and the finance agent told me, NO! I was told that the amount was 6700+ that was remaining to be paid on vehicle I question the large remaining balance owed I too have conversed with the towing company that either still has the vehicle or not I have yet to learn this information because I was told that since I was not on the title that their communication was with the company, Instacredit Auto-mart not me and the company would have to pay the storage for the vehicle for it was their vehicle to retrieve I realize this is a late response but the message was in my spamSincerely, *** ***

Initial Business Response /* (1000, 6, 2015/07/30) */
InstaCredit AutoMart Response to Complaint # XXXXXXX
Response Date: 7-30-
By: *** *** InstaCredit AutoMart Compliance Manager
InstaCredit Automart offers its customers a Day/1,Mile Limited Powertrain Warranty Plus Specific
Systems and a Month/12,Mile Limited Powertrain Warranty under its InstaCare Limited Warranty
We regret when any of our customers experience dissatisfaction with their vehicles and strive to remedy any repairs required under warranty coverage as promptly as possible
We spoke with Ms*** shortly after receiving her complaintShe reported to us that she was completely satisfied with our resolution of her vehicle's mechanical issuesMs*** agreed that she would withdraw her Revdex.com complaint in light of our prompt and efficacious customer service
We are unable to verify whether Ms*** has taken steps to withdraw her complaintAt this time, therefore, we ask that this complaint be closed

Complaint: ***
I am rejecting this response because: I dont reject this letter but they are not understanding the problemI knew that I had a warranty on the car when I got it im talking about when they replaced my engine months or so ago I asked all the questions that I new to askLike what if my lights come on what if my belts break what if something is leaking what if my timing chain goes out or transmition things like this because its casting me over dollars and payments I cant offord to make sure my car is working correctlyMy engine came from Illinois and I think from a junk yard rebuiltI understand that when they put the used engine into my hyundai accent it has to go threw a cycle because things need to go threw the engine but my radiator cap to my knowledge was not put in I thought it was a thermostat and they did it twice and yes it was under the warranty so why they telling me it was prity much a gift for meI got a used engine so the radiator cap is part of the engineWhen I recieved a 2nd opinion and 3rd opinion they are still telling me MISS FIRE in my cylindersand this is what happened to my engine last time and it cast me over dollars to get fixedI had a warranty for the engine months or mile warranty this is what they told me when I recieved the engine so before the warrenty ended the lights were still on (check engine) engine b
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: nothing I did was unacceptable, my response came from the way I was treaded yes iwas very upset with your unprofessional StaffI returned to your business with family just so they could see how ignorant and unprofessional your staff actThey surprised me because they acted as if they didn't even kno whom I wasTheir A game was impressiveWhy couldn't your staff act in this matter when I came in alone?!
Sincerely,
*** ***

We discussed this issue with Mr*** in person yesterdayOur records indicate that we have reported his information through our third party credit reporting vendorWe believe that TransUnion may have deleted his credit lineWe have done everything in our power to restore Mr***'s credit
line to his credit reportWe will continue to do everything in our power to help Mr*** but our ability to control the actions of our third party credit reporting vendor and TransUnion is limited.While are not responsible for the actions of our third party credit reporting vendor or TransUnion, we are continuing to do what we can to aid our customer, Mr***However, because any errors on Mr***'s credit report are not a result of anything that we have or have not done, we do not feel this complaint falls under the jurisdiction of the Revdex.com of Eastern Missouri and Southern Illinois. We ask that this complaint be closed but we assure Mr*** and the Revdex.com that we are and will continue to do everything in our power to rectify Mr***'s complaint

At InstaCredit Automart we take all customer complaints very seriously and wish to resolve any complaint in a fair and appropriate manner. We certainly understand how one can feel frustrated when they apply for credit and don’t get the response they anticipatedThat said, we feel very
strongly that the television advertisement Mr*** references in his complaint is not “advertising.” As Mr*** paraphrases in his complaint, the advertisement merely encourages viewers who take home at least $per week and have at least a $down payment to apply for financing. Additionally, the advertisement clearly states: “Some restrictions apply. Terms and conditions may vary. Subject to Credit approval. See dealer for complete details.” As Mr*** stated in his complaint, he was approved to finance a vehicle with us. We regret that he did not accept our offer of credit toward the purchase an automobile

At InstaCredit Automart we take all customer complaints very seriously and wish to resolve any complaint in a fair and appropriate manner. We certainly understand how a customer can feel frustrated when the vehicle they have purchased gives them issues and those issues cannot be reproduced
when the vehicle is being evaluated by a mechanic. We have all felt frustration when we have personally been in similar situations. The customer’s complaint raises several issues and we will attempt to address each of them in this responseFirst, we provide each of our customers an *** vehicle history report (similar to ***) prior to them purchasing so that the customer can see for themselves the information about the vehicle’s title, registration and usage history. Amongst other things, each report provides information regarding damage from hail, flood or fire; mileage discrepancies or odometer rollbacks; vehicles designated as rentals, taxi or fleet usage; and/or accident damage when it is reported to ***. A “no problem” checkout from *** does not indicate anything other than that there is “no problem” found with vehicle’s history. It does not have anything to do with an evaluation of the current mechanical condition of the vehicle and we apologize if the customer was under that impressionSecondly, we encourage all of our customers to test drive the vehicle they are considering purchasing and to complete any due diligence they wish to complete before making an offer to buy a vehicle from us. It is our company policy to allow potential customers, at their own expense, to have the vehicle they are interested in purchasing inspected by their own mechanic. We are more than willing to accommodate these requests and we are willing to make our vehicles available for inspection on or off our lot prior to purchaseThird, each vehicle we sell comes with an *** Limited Warranty that covers the engine, transmission and cooling system. It is valid for days or 3,miles from the date of purchase, whichever occurs first. (Customers should refer to the *** Limited Warranty agreement for complete details and restrictions.) It does not provide any coverage for wear and tear items or items that are not part of the engine, transmission, or cooling system, such as brakes. However, when the issue referenced in the customer’s complaint regarding the rear brakes was brought to our attention, we repaired and replaced the rear brake calipers, hoses, rotors and pads at no cost to the customers as a gesture of goodwillFourth, manufacturer recalls are an issue that has plagued the automotive industry in recent years. Manufacturer recalls are issued by the vehicle manufacturer and administered through the dealership networks they sponsor. We are an independent used automobile dealer and, therefore, not part of the manufacturer recall system. However, before the customer purchased their vehicle from us, on behalf of the customer, we went to the website as suggested on the Federal Trade Commission Buyers Guide posted in the window of the vehicle to check for information regarding open recalls. We printed a hard copy of the information regarding a recall of the Wireless Ignition Node (WIN) Module and the Frequency Operated Button Ignition Key (FOBIK) for the vehicle the customers were considering purchasing. We provided a copy of the printout to the customers and they initialed it acknowledging receipt of it. Further, after the customers had the opportunity to review the information regarding the recall and before they purchased the vehicle, they acknowledged in writing that we strongly encouraged them to make an inquiry of the vehicle’s manufacturer and their authorized dealer for more information regarding the recall. The problem the recall issued by the manufacturer addresses is that the Wireless Ignition Node (WIN) Module on the vehicle may have unintentional movement of the Frequency Operated Button Ignition Key (FOBIK) from the “ON” to the “Accessory” position while driving. The recall on these systems was likely the issue that manufacturer’s dealer would have addressed when they were contacted by the customerThe Totally Integrated Power Module (TIPM) referenced in the customer’s complaint is a power control module that powers various aspects of the vehicle. When the TIPM fails it results in many of the symptoms detailed in the customer’s complaint. The TIPM is not related to the recall issued by the manufacturer and it is not a system that is covered under the *** Limited Warranty. However, when the customer brought the issue to our attention we got the vehicle into our shop as soon as possible and replaced the TIPM at no cost to customer on or about May 17, On September 19, the customers reported that the dash light began to flicker and that the vehicle lost power while driving in a rain storm. These symptoms do not necessarily indicate an issue with the TIPM and, at this point, it had been days since the customer purchased and the vehicle had been driven over 17,miles since purchase. Regardless, we paid to have the vehicle towed to our shop and we evaluated it at no cost to the customer. Over a couple of days our technicians test drove the vehicle nearly miles in an attempt to duplicate the issues reported by the customer. Our technicians even sprayed the vehicle down with a hose to try to duplicate the raining conditions reported by the customer when they experienced the issue. Unfortunately, our technicians were unable to reproduce the issues reported by the customer and, therefore, unable to diagnose or remedy the cause of itWhile we appreciate the sentiments expressed in the customer’s complaint and understand the customer’s frustration, we feel we have done everything reasonable to address the customer’s concerns and that we have gone well above and beyond what is required by the agreements we entered into with the customers. Therefore, after carefully considering all of the facts of the situation, we do not feel that any further concessions are owed to the customers at this point. However, if the issues the customer has reported can be reproduced and evaluated by our mechanics we are willing to revisit this to determine if we can assist the customers further at that time

Initial Business Response /* (1000, 7, 2015/10/15) */
InstaCredit AutoMart Response to Complaint # XXXXXXX
Response Date: 10-14-
By: *** *** InstaCredit AutoMart Compliance Manager
We have been working closely with this customer to resolve any and all issues that she is having with
her vehicle
We believe that we have reached a resolution to those issues and that this complaint was submitted before we were able to come to terms with Ms*** who, as of this writing, remains an InstaCredit Automart customer
We ask that this complaint be closed

Initial Business Response /* (1000, 7, 2016/01/13) */
We are pleased to report that after we preformed some minor scheduled maintenance on this vehicle at no cost to the customer that the customer is driving and paying on her vehicle
We believe we have adequately addressed the customers
complaint and ask that her complaint be closed

At InstaCredit Automart we take all customer complaints very seriously and wish to resolve any complaint in a fair and appropriate manner. We certainly understand how one can feel frustrated when their vehicle has mechanical issues regardless of how long it has been since purchase. After
receiving the complaint submitted by Ms*** we thoroughly reviewed her file and service records. Below is a summary of the relevant facts that we found that address her complaint from our perspectiveMs*** purchased a vehicle from us on 08/02/that had an odometer reading of 112,miles. The vehicle purchase came with a day/3,mile, whichever occurs first, limited warranty. The limited warranty covered the power train of the vehicle, amongst other things, for the term of the warrantyOn 10/30/our service department performed a courtesy oil change on the vehicle at no charge to Ms***. At that time our technician noted that the vehicle odometer read 116,miles. Although Ms*** had not reported any mechanical issues with the vehicle, it should be noted that the limited warranty that came with the vehicle had already expired due to the vehicle being driven 3,miles since purchaseBetween 10/31/and 02/07/we have no record of having any contact with the customerOn 02/08/the customer contacted us to report that the vehicle died on the highway on 02/07/18, that it restarted, but when the customer checked the oil level it was “bone dry.” Customer stated that she then added quarts of oil and the vehicle drove “fine.” However, she said that in the morning of 02/08/the vehicle would not stay running and the check oil light was illuminatedOn 02/08/we arranged to have the vehicle towed in to our shop for evaluation by our technician. Our technician noted that the oil level was overfilled, that there was metal in the oil, and that the mileage of the vehicle was 121,243. At this point, the vehicle had been driven 8,miles since purchase, it had been days since purchase, and the limited warranty that came with the vehicle had long since expired. The engine in the vehicle required replacement, but the customer did not have the funds to complete the repairs. So, we agreed to finance the majority of the cost of repairing the vehicle for the customer and we worked with her to get the repairs completed as quickly as possibleWhile we sympathize with Ms*** about the failure of her engine, it was not the result of anything we did, nor are we were responsible for repairing it. Therefore, after carefully considering all of the facts that we feel are relevant to this complaint, we feel that we have lived up to all of the agreements we entered into with Ms*** and that no further concessions are due to her at this time

We are happy to report that as on March 9, we were able to repair all issues that the customer was having with his vehicle at no charge to the customerIt was our diagnoses that the customers vehicle needed its power steering pump replacedWe replaced the power steering pump and as of today, we
have heard no further complaints from the customer. We ask that this complaint be closed

Initial Business Response /* (1000, 6, 2015/05/27) */
InstaCredit AutoMart Response to Complaint # XXXXXXX by *** ***
Response Date: 5-26-
By: *** *** InstaCredit AutoMart Compliance Manager
InstaCredit Automart offers its customers a Day/1,Mile Limited Powertrain
Warranty Plus Specific Systems and a Month/12,Mile Limited Powertrain Warranty under its InstaCare Limited Warranty
We regret when any of our customers experience dissatisfaction with their vehicles and strive to remedy any repairs required under warranty coverage as promptly as possible
We are happy to report that Ms*** picked up her vehicle from our Collinsville, IL location after we were able to diagnose and repair the mechanical issues she was experiencing with her Chevrolet Malibu
We believe that we have resolved Ms*** complaint and, therefore, ask that her complaint be closed